Trustroots Wiki - User contributions [en]

Safety/2020-07-08

2020-07-08T17:20:16Z

Putzenpu:

= Trustroots Safety Team Meeting =

Date: 2020-08-07 15:00 UTC / 17:00 CEST Facilitator: Philipp Participants: Dario, Loberto, Philipp, Paula

== Agenda ==

* feedback on new members Paula and Loberto
* #feedback channel
* tech issues
* violation issues
* general inquiry
* feedback unless there is already documentation
* We kinda need it for VA documentation
* Also, about issues posted on other sites like FB and Reddit how do we go about it?

(we didn’t really stick to agenda)

== Meeting minutes ==

* Loberto: how quickly should we react? How much should I ask others if there immediate action is needed? Dario: better to be overprotective and react quickly. If we do a mistake we can alsways discuss later and undo.
* Loberto: harrassment? Dario: if only one report, we try to get a view of both sides, asking other person’s point of view and/or look into messages if we get permission. Before banning. Sometimes we don’t reach out: difficult topics, e.g. sexual abuse. Usually we discuss them. Normally it’s not super urgent (i.e. we have a few days to react) and so we can discuss.
* Loberto asks for Volunteers Advocates: sometimes volunteers need more guidance then: these are the tools, go have fun. Dario: maybe due to CS disaster volunteer influx. Loberto: Trustroots philosophy: go ahead and try things may not be the best strategy for everyone (personal opinion). Just as a small intro: VA will have questions to support in order to make good volunteering introduction :)
* Paula: we need more documentation on how to handle specific cases. Not only in zendesk. Maybe tag issues. Dario: could spend some time on it based on my experience. If the others have big questions, please collect them in a document. Paula: could document in safety repository on github.
* Paula prepared some loom videos with screenrecording tutorials on how to find a host etc – awesome! :D
* idea: adress in the newsletter new rules or remind people? about rules
* Paula: how can areas work together better? -> interfaces? interaction between different areas? -> Volunteer advocates figure out the general path of action and in #support we try to solve specific interaction stuff.
* Loberto: VA is getting overloaded.
* Loberto: #support should document more, also on how we interact with others. Formalize information flows.
* Philipp: not overformalize, not make everything into stone.
* Paula: but everyone needs to have the information they need. Loberto: what info we should provide, what info not to provide (internally)

== Action items: ==

* update the rules: Trustroots is not commercial, don’t ask for money. discuss in #general and suggest phrasing for next support meeting (Philipp)
* prepare blog post about or newsletter or both about: support team, how we work, new rules -> need to ask #communication when we can place it. Idea about newsletter: “community behind trustroots” -> Paula and Loberto will propose that to #communication
* ask Dario and Noah: what should we do with the super old tickets from stone age? (->references guy)
* ask #tech what’s the state on references
* Loberto asks Matt on how zendesk-replies to facebook (private) messages look like
* …and invites Matt to next #support call so we can talk about how we interact best
* check how much time everyone has before a meeting. together set a time limit for the call.

Safety/2020-07-08

2020-07-08T17:19:36Z

Putzenpu: meeting minutes from 2020-07-08

= Trustroots Safety Team Meeting =

Date: 2020-08-07 15:00 UTC / 17:00 CEST Facilitator: Philipp Participants: Dario, Loberto, Philipp, Paula

== Agenda ==

* feedback on new members Paula and Loberto
* #feedback channel
* tech issues
* violation issues
* general inquiry
* feedback unless there is already documentation
* We kinda need it for VA documentation
* Also, about issues posted on other sites like FB and Reddit how do we go about it? (didn’t really stick to agenda)

== Meeting minutes ==

* Loberto: how quickly should we react? How much should I ask others if there immediate action is needed? Dario: better to be overprotective and react quickly. If we do a mistake we can alsways discuss later and undo.
* Loberto: harrassment? Dario: if only one report, we try to get a view of both sides, asking other person’s point of view and/or look into messages if we get permission. Before banning. Sometimes we don’t reach out: difficult topics, e.g. sexual abuse. Usually we discuss them. Normally it’s not super urgent (i.e. we have a few days to react) and so we can discuss.
* Loberto asks for Volunteers Advocates: sometimes volunteers need more guidance then: these are the tools, go have fun. Dario: maybe due to CS disaster volunteer influx. Loberto: Trustroots philosophy: go ahead and try things may not be the best strategy for everyone (personal opinion). Just as a small intro: VA will have questions to support in order to make good volunteering introduction :)
* Paula: we need more documentation on how to handle specific cases. Not only in zendesk. Maybe tag issues. Dario: could spend some time on it based on my experience. If the others have big questions, please collect them in a document. Paula: could document in safety repository on github.
* Paula prepared some loom videos with screenrecording tutorials on how to find a host etc – awesome! :D
* idea: adress in the newsletter new rules or remind people? about rules
* Paula: how can areas work together better? -> interfaces? interaction between different areas? -> Volunteer advocates figure out the general path of action and in #support we try to solve specific interaction stuff.
* Loberto: VA is getting overloaded.
* Loberto: #support should document more, also on how we interact with others. Formalize information flows.
* Philipp: not overformalize, not make everything into stone.
* Paula: but everyone needs to have the information they need. Loberto: what info we should provide, what info not to provide (internally)

== Action items: ==

* update the rules: Trustroots is not commercial, don’t ask for money. discuss in #general and suggest phrasing for next support meeting (Philipp)
* prepare blog post about or newsletter or both about: support team, how we work, new rules -> need to ask #communication when we can place it. Idea about newsletter: “community behind trustroots” -> Paula and Loberto will propose that to #communication
* ask Dario and Noah: what should we do with the super old tickets from stone age? (->references guy)
* ask #tech what’s the state on references
* Loberto asks Matt on how zendesk-replies to facebook (private) messages look like
* …and invites Matt to next #support call so we can talk about how we interact best
* check how much time everyone has before a meeting. together set a time limit for the call.

Safety/2020-06-24

2020-07-08T17:16:09Z

Putzenpu: meeting minutes from 2020-06-24

= Trustroots Safety Team Meeting =

Date: 2020-24-06 19:00 UTC+2 / CEST Facilitator: Philipp Participants: Ludo, Paula, Loberto, Philipp

== Agenda ==

* check-ins (15’) (if Dario joins the call in the beginning, we can make these rather short to move on to the next point)
* introduction of support to Paula and Loberto, when & how do we get them on the team? (15’)
* discussion about nudism? transparency in profiles and ways to communicate clearly? -> Noah wants to create a blog post. (move to next call)
* Status report on open zendesk issues
* Open action items
** value prio list
** stance on discrimination (Philipp)
* we need to change meet location (collective.tools closing down)

== Notes by Ludo – thank you! :) ==

questions and answers: 1-what do you do in support? Philipp-> we discuss. Ludo-> in a practical way: we anwer messages/requests that arrive directly to our e-mail inbox through the Zendesk website. Zendesk allows us to manage the tickets (prioritize, assign, comment internally and so on) Recently, since the number of the team increased, we talked about setting a common ground of values/guidelines

2-NDA Everyone who has access to personal data needs to sign an NDA. Send signed NDA to Mikael :) Philipp checks with Mikael to get more seats on Zendesk

3-is there anything written about those guidelines already? We have something “secret repository” on Github: Martin-> it would be good to prioritize the guidelines. Very useful for new volunteers.

Loberto suggested a slow on-boarding : getting all the accesses to Zendesk and Github and observe how it works and how the “agents” answer

types of messages we may receive to the support: -technical issues/bugs -members reporting others -answers to the “welcome sequence” -answers to the newsletter call for sharing stories …

Noah and Dario could continue to leave internal notes on Zendesk, as they were doing to help Philipp and Ludo to gain confidence

sunday 19:00 UTC+2 guided tour on zendesk / trustroots admin?

Next Date: 2020-07-01 19:00 UTC+2 Next Facilitator: Philipp

Safety/2020-06-12

2020-06-24T09:35:25Z

Putzenpu: Created page with "= Trustroots SUPERSPRINT Safety Team Meeting = Date: 2020-06-12 19:00 UTC+2 / CEST Facilitator: Participants: Ludo, Dario, Phil == SUPERSPRINT Agenda == * supersprint check..."

= Trustroots SUPERSPRINT Safety Team Meeting =

Date: 2020-06-12 19:00 UTC+2 / CEST Facilitator: Participants: Ludo, Dario, Phil

== SUPERSPRINT Agenda ==

* supersprint check-ins
* random
* new people on board: shall we wait a bit?
* double profile
* pick facilitator for next meeting

== check-ins ==

== random ==

random 1: I didn’t get what Noah wrote us about oerlapsing safey&support. Were they meant to be separate in the original idea? /ludo random 2: Dario spoke about our abuse case in the weekly meetings. For outcomes/suggestions check the pad.

== new people on board: shall we wait a bit? ==

We agreed on waiting a bit that newbies are more self-confident with the tasks (like 1 month?) Then we coud maybe “advertize the position” (on socials?), preferably for other genders than males.

== double profile ==

A person recently reported a double profile. Dario offered to check it and tke this ticket.

== Next meeting ==

* Ludo will send a dudle (two weeks one, so that we don’t do it every week and we can maybe organize better our agenda. Then we can update it gradually ofc)

Next Date: ?? Next Facilitator: ??

Safety/2020-05-20

2020-05-25T11:29:20Z

Putzenpu:

= Trustroots Safety Team Meeting =

Date: 2020-05-20 20:00 UTC+2 / CEST Facilitator: Philipp Participants: Philipp, Dario, Ludo

== Agenda ==

* check-ins
* feedback about last week
* follow-ups on topics from [https://wiki.trustroots.org/en/Safety/2020-05-06 last meeting]?
** non-discriminative behavior in rules
*** RULES: we said we wanted to add something in order to ''be explicit about not tolerating objectionable content or abusive users''
*** (phrasing about discrimination)
** value priorities
** sexual abuse case
** open ticket: https://trustroots.zendesk.com/agent/tickets/3122 (Dario?)
* pick facilitator for next meeting
* random question

let’s try to get everything done within one hour

== Feedback about last week ==

* Philipp:
** felt unsecure in the beginning how to handle support requests, but now there is a lot going on and feels like there’s a lot he can do
** forwarded all the newsletter mails to Julien
** Noahs notes on open requests were quite helpful
** idea: have a shared support ticket answering session
* Ludo:
** felt much more effective through Noah’s notes
** feels less effective than old support team, but that’s ok
** experienced progress over the last week
* Dario:
** cool that there are new team members
** don’t be afraid to ask questions and go ahead and answer!
** most active week on trustroots ever in terms of signups and support traffic
** super interesting times, happy about the timing: team growth and couchsurfing spike -> we can handle this well

== Follow-ups from last week’s session ==

* new aspect: you ‘sign’ those rules when you sign up
* other possible places for more elaborate discussion about our stance towards racism and discrimination: blog post?
* maybe it’s better to have very short and simple rules
* Mikaels change to rules: “Be friendly and know when to stop messaging someone. We have no tolerance for objectionable content or abusive users.”
* let’s create a pad and work there on the rules after the call

== Rules for support team ==

* Ludo suggests to give ourself a code we follow while we do our work
* Dario: +1; on the github safety wiki they have started a rule book, until now only about creep profiles: https://github.com/Trustroots/safety/wiki/Rules-for-report-cases should be extended!
* Dario: for now it’s ok as an internal thing, but in the future we could be transparent and make it public?
* do that alongside real cases as an example

== Sexual abuse case ==

* Ludo is going to discuss the message draft with Noah (and Philipp?) on slack
* we’ll see how it goes when the message is sent to reporting person
* Philipp: aim to solve until next week maybe? Dario: But the new stuff is a lot less serios.

== https://trustroots.zendesk.com/agent/tickets/3122 ==

* reporting person ok to reach out to reported person
* Dario reached out to the reported person -> waiting for reply
* Dario: it’s standard procedure

== Value priorities ==

move to next call! Philipp wrote on Slack:

<blockquote>Maybe we could try to put up a priorities list of values to guide us in decisions or make things clearer? Something in the like of (probably missed a lot): * keep trustroots community a safe space * protect vulnerable members * uncover problems * be transparent * be consistent in decisions * offer TR members the possibility to reflect their attitude
</blockquote>
== Question: ==

Dario: “if you could only travel once more, to where and to who would it be?”

== Sexual abuse case take 2 ==

* Noah: explain to them in a reassuring way why we want to read their message.
* Noah: you reported xy. Our standard policy is to ask for permission
* Ludo: confused: message exchange 5y ago + message exchange with same users around the time they report came in
* whatever we do with a motivation to protect the socalled victim. reporting user with their past and recorded person using their trustroots account.
* Ludo: situation might be delicate with police case. We didn’t want to expose reporting person
* Noah: if to decide: making victim feel we don’t believe them is a lot worse than suspending reported person for no reason
* proposal: transparently message reported person -> he got reported (we won’t say by whom or for what) and that their account got suspended.
** either they don’t respond
** or they respond. What do we do then?
* besides their (linked) CS account got removed
* Noah is contacting BW if they received a report and how they are handling it

== Next meeting ==

Next Date: 2020-05-27 20:00 UTC+2 / CEST but check with Noah! Next Facilitator: Ludo